Passenger rules

1.    DEFINITIONS
1.1    By booking and purchasing passenger carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services AS Lux Express Estonia, ZAO ‘ЕВРОЛАЙНС’, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA  (hereinafter, “Lux Express“ or “Carrier“).
1.2    Original travel ticket is an original contract concluded between Passenger and Carrier before any possible amendments or changes are made.
1.3    Original day of commencement of the Journey is the day originally agreed between the Passenger and the Carrier and shown on the original travel ticket before any possible amendments 
1.4    Authorized distributor (hereinafter, “Agent“).

1. DEFINITIONS 
1.1. By booking and purchasing passenger carriage services (hereinafter, “Travel ticket“) the Client (hereinafter, “Passenger“) enters into a contract of carriage (hereinafter, “Journey“) with a provider of carriage services AS LUX EXPRESS ESTONIA, ЗАО ЕВРОЛАЙНС, SIA LUX EXPRESS LATVIA, UAB LUX EXPRESS LITHUANIA (hereinafter, “Lux Express“ or “Carrier“).
1.2. Authorized distributor (hereinafter, “Agent“).

2. CARRIAGE AND ACCOMODATTION OF LUGAGE AND HAND LUGGAGE 
2.1. Passenger is allowed to take on board of a coach one piece of hand luggage weighing not more than 5 kg, which does not exceed the size of 45 × 35 × 20 cm (length – width – height). 
2.2. Passenger is responsible for the personal belongings and for the hand luggage located on board of the coach. Carrier can neither guarantee return of nor be held responsible for items left behind or lost. Minor identifiable personal items found on coaches such as phones, books, gloves, etc. are forwarded to local representatives of Lux Express where possible. Items that are forwarded to Lux Express local representatives are held for 30 days and can be reclaimed from Lux Express Sales offices during working time. All items including luggage which content cannot be identified without opening it, are handed to the coach station security or police at the destination city.  
2.3. In addition to hand luggage a Passenger is allowed to take one piece of luggage (for example a bag or a case) free of charge weighing no more than 30 kg which does not exceed the size of 70 × 30 × 55 cm (length – width – height), which is accommodated in a luggage compartment of the coach. Luggage is accommodated in a luggage compartment and then handed back to the Passenger by the coach crew.
2.3.1. Passenger is allowed to take more than one permitted piece of luggage (for example a bag or a case) if there is enough space available in the luggage compartment and the coach crew agrees to accommodate it. Acceptance of larger amount of luggage is decided upon by the driver at the spot, depending on the situation. Passenger will not be charged extra for that. 
2.4. If Passenger’s luggage is broken, deformed or has any other defects which could later be attributed to the coach crew, the crew documents that in writing before the luggage is accommodated in the luggage compartment.
2.5. Passenger’s luggage (e.g. a bag or a case) that is accommodated in the luggage compartment at the beginning of the journey is labeled by double stickers, one of which is attached to the Passenger’s luggage and the other - to the Passenger’s ticket. Luggage is handed back only on the basis of the luggage number.
2.6. It is not allowed to carry in a luggage compartment luggage that does not belong to Passengers who are not present on board.
2.7. Bicycles can be carried only in a luggage compartment of the coach if enough space is available. Possibility of accommodating a bicycle in a luggage compartment is decided upon by the coach driver directly before departure depending on situation. The bicycle intended for carriage must have its front wheel dismantled and both the front wheel and the bicycle must be packed separately. The packed bicycle should not have any sharp protruding parts. In case the bicycle cannot be accommodated in the luggage compartment the coach driver makes a respective note on the Passenger’s ticket. Tickets are refunded according to Lux Express Ticket Sale Rules section 4, except for the tickets having corresponding notes from a coach driver, which can be amended directly before the start of the journey. 
2.8. It is not allowed to carry on board or in a luggage compartment of Lux Express coaches forbidden luggage or hand luggage that contains items of objects stated in the list of forbidden luggage. Forbidden luggage includes items that are radioactive, explosive, poisonous, corrosive, flammable, possess strong smell, are capable of staining the surrounding, as well as objects and items that are not packaged properly and things and items that can stain or damage the coach.

3. PASSENGER’S RIGHTS AND OBLIGATIONS
3.1. Passenger has the right:
3.1.1. to receive carriage services according  to the fare;
3.1.2. to receive concessions prescribed by the law or on the basis of the law;
3.1.3. to carry luggage in accordance with existing order;
3.1.4. passenger with sight impairment has the right to carry his/her guiding dog. The passenger with sight impairment must guarantee availability of documents necessary for the guiding dog to be taken into and out of a country. Lux Express does not issue compensations for travel tickets if the journey did not take place due to incorrectly prepared documents or their absence.
3.2. Passenger is obliged:
3.2.1. to possess a travel ticket or in case of an electronic ticket a valid personal identification document (Passport or Identity Card (Citizens of EU Member States) proving his right to travel and present it to the driver when entering the coach;
3.2.1.1.    boarding the bus by personal identification document is possible only on Lux Express and Simple Express coaches.
3.2.2. in case of absence of the physical or the electronic travel ticket to buy one from the coach driver;
3.2.3. to present the travel ticket or another document proving his right to travel to any official having the right for inspection upon his request;
3.2.4. to possess a valid personal identification document – Passport or Identity Card (Citizens of EU Member States can travel inside the territory of the European Union on the basis of a valid identity card issued by their country.) and a  valid visa or other documents necessary for border crossing;
3.2.5. to ensure that his/her hand luggage or any other item does not endanger or otherwise disturb other passengers.
3.2.6. to board the coach on additional stop not later than the official departure time from the stop or as determined by bus driver over the microphone before  the stop if leaving the coach for a brake on the additional stops during the route. 
3.3. It is forbidden for the passenger:
3.3.1. to travel on a coach under alcoholic intoxication, in dirty clothes, to smoke or disturb other passengers;
3.3.2. to open or close windows or hatches without driver’s permission;
3.3.3. to prevent the doors from opening or closing and to cover the driver’s view;
3.3.4. to disturb the driver or hinder work of an official having the right for inspection;
3.3.5. break, damage or stain the coach and its interior;
3.3.6. endanger himself or other passengers;
3.3.7. violate other requirements set by the present Rules.
3.4. Travel ticket should not be given to the coach driver for safekeeping other than in cases where the travel ticket was sold to the Passenger by another sales system in one copy.
3.5. Due to safety reasons and due to EU safety regulations, all Passengers must travel with their seatbelts fastened.

4. CARRIER’S RIGHTS AND OBLIGATIONS
4.1. Carrier is not responsible for running out of schedule and late arrivals at stops which have been caused by force majeure circumstances (including but not limited to: weather conditions, traffic jams on the roads, road works, actions by governmental bodies, queues at borders, customs and passport control, etc), as well as due to actions of Passengers, which have an impact on fulfillment of Carrier’s obligations and other reasons, which Carrier could not have foreseen or prevented despite all the measures taken.
4.2. Carrier is not responsible for any damage or lost profit which has been caused or may be caused to Passenger in a situation where the coach has not reached the destination at the right time due to the reasons listed above.
4.3. Passenger who has bought a travel ticket for a Lux Express route but is late for departure loses the right to travel using it on any other Lux Express coach. Such ticket is not refunded. 
4.4. Carrier has the right to sell the ticket to the Passengers seat, if the Passenger has not arrived and has not boarded the coach at the bus stop indicated on the ticket by the official departure time.
4.5. Carrier is not responsible for content or preservation of the luggage accommodated in the luggage compartment, as well as for destruction or loss of a Passengers’ valuables (jewelry, photo-video equipment, money, cheques, papers, fragile items) kept in the Passenger’s luggage (bag, case etc).
4.6. In case of damage caused to luggage due to Company’s fault (for example a bag or a case) the Company shall reimburse it up to 192 EUR or the equivalent of this sum in other foreign currency according to the official exchange rate. In case of damage being higher than 192 EUR it shall be reimbursed by the insurance company if the luggage has been insured by the customer.
4.7. In cases where a coach fails to depart due to Carrier’s fault or technical malfunctions of the coach, the Carrier arranges a substitute transport at first opportunity. In addition to that the Carrier shall:
4.7.1. reimburse to the Passenger 50% of the fare upon his written request if due to the reasons listed above the coach arrived at the destination at least 2 hours later;
4.7.2. reimburse to the Passenger 100% of the fare upon his written request if due to the reasons listed above the coach arrived at the destination at least 5 hours later.
4.8. In case a coach failed to depart due to Carrier’s fault a full fare is returned to the Passenger upon his request.
4.9. Carrier has the right to refuse to provide carriage services and to refuse to refund the ticket in cases when Passenger:
4.9.1. while boarding the coach or during the trip does not have a valid personal travel document;
4.9.2. the name on the ticket does not match the name on the personal travel document;
4.9.3. does not arrive for the scheduled departure on the stop indicated on the purchased ticket, unless Lux Express sales office is informed at least 1 hour prior the departure and necessary amendments are done;
4.9.4. has not boarded the coach at the bus stop indicated on the Passengers ticket or at the additional stops along the route by the official departure time;
4.9.5. is under alcoholic intoxication;
4.9.6. endangers or disturbs other passengers; 
4.9.7. hinders the course or safety of the journey in any other way; 
4.9.8. presents documents necessary for crossing borders that are incorrectly drawn up or such documents are absent. 
4.10. In case there are misunderstandings between a Passenger and state authorities regarding invalid visas, passports, travel insurance, counterfeit goods etc, the coach crew has the right to leave the Passenger at the border or at the location nearest to it or to act in accordance with lawful orders given by the authorities. In this case travel ticket is not refunded.
4.11. All complaints and claims to the company are considered only if they are presented to the Company not later than 14 days after the journey. Lux Express obliges to reply to complaints concerning Lux Express coaches and coach crews not later than within 14 days.
4.12. Lux Express representations also accept complaints concerning Carriers in relation to whom Lux Express Group acts as Agent and forwards all such complaints to the carrier responsible not later than within 2 days. These complaints will be answered by the Carrier not Lux Express Group.
4.13. Carrier reserves the right to make changes in timetables, price lists and present rules for carriage of passengers and luggage. In cases where a Passenger has a travel ticket for a journey that has been cancelled or which timetable has been changed, the Carrier is obliged to refund such travel ticket or offer an opportunity to travel on another coach that fits the Passenger.

5. OTHER REQUIREMENTS FOR PASSANGER 
5.1. Carriage of home animals and pets is not allowed. As an exception it is possible to take a guide dog for a person with sight impairment if the Carrier has been notified of that in advance. There is no charge for carriage of a guide dog for a person with sight impairment.
5.2. In case the passenger has hidden the animal during the boarding and it has been noticed later, the carrier has the right to drop off the passenger in the next official stop